Improvement of the production capacity of "Abbaty" AD by introducing a help-desk system for managing customer service processes related to the activities of applications implementation, warranty and post warranty maintenance.

Abbaty JSC is a Bulgarian software development company. The company operates mainly for the public sector - ministries, agencies, municipalities, etc. Abbaty has its offices in Sofia. The realization of one information system passes through the following core processes - design, development, testing, implementation, training and support. During these processes, but mostly during the testing, implementation and maintenance of the software, the company team interacts directly with the client and the end users. At present, these interactions take place through bilateral meetings, phone calls, e-mails or using freeware applications for bug tracking, or through other communication channels such as letters, faxes, etc. There is no centralized system to cover all these means of interaction, to systematize information, to enable reports and analyses according to various criteria and to serve as a single point for customer service. Such a system will facilitate the work with customers, will optimize both processes and service costs and will enable provision of a larger number of services for software implementation and maintenance. The project proposal includes purchase of a centralized help-desk system (software), as well as the equipment (hardware), necessary for its normal functioning, to be implemented in the company. The plan is to introduce these assets in a new business unit that shall be established in the town of Vidin. The project envisages delivery of 1 piece of complete software solution help-desk system and the supply of the relevant IT equipment - 1 application server, 1 database server, 2 UPS, 1 storage solution, 2 switches, 1 firewall, 1 server rack, 1 air-condition, 1 phone system, 1 server database license and 2 licenses for server operating system.

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